App Dev Sr Manager – (UDDS Production Support)
Location
Hyderabad, India (Offshore)
24×7 Support Model
Role Summary
The Production Support Manager (Offshore) is responsible for providing unified leadership and operational governance across UDDS digital platforms, including myCigna, Cigna for HCP, Employers, Brokers, SI, and Interops. This role owns end‑to‑end production support delivery for Tier 1 and Tier 2 applications, ensuring stability, resilience, and continuous improvement across a highly interdependent digital ecosystem.
As the single accountable offshore leader, this role drives standardization, ownership, and faster decision‑making, coordinates Hyderabad‑based FTEs and contractors, leads high‑severity incident management, and advances AI‑ and automation‑led L2 operations to reduce manual effort and improve operational efficiency at scale.
Key Responsibilities
Operational Leadership & Governance
Provide single‑point offshore leadership for production support across all UDDS digital platforms.
Establish and enforce consistent operational governance, support standards,



and escalation protocols.
Drive faster, data‑driven decision‑making across interdependent platforms and support towers.
Own offshore delivery outcomes for availability, performance, stability, and SLA adherence.
Incident & Problem Management
Act as the primary authority for managing Sev‑1 and Sev‑2 incidents, including stakeholder bridge calls and executive communications.
Lead cross‑tower coordination during major incidents involving infrastructure, security, vendors, and application teams.
Ensure robust root cause analysis (RCA), problem management, and preventative remediation.
Reduce repeat incidents through trend analysis and proactive risk identification.
Team & Delivery Management
Lead and develop Hyderabad‑based FTEs and contractors under a single operating model.
Drive skill development, knowledge depth, and succession planning across platforms.
Foster solid team morale, accountabilit

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